The player from Italy had not had her withdrawal requests from July 29 processed, despite having a verified account and not using bonuses. The casino’s terms stated that withdrawals were processed within 96 hours, but it had been 156 hours. Customer support was not responding to her inquiries. The issue was resolved as all payments had been successfully processed, and the player confirmed the resolution, allowing the complaint to be marked as 'resolved' in the system.
Vulkan Vegas Casino - Player’s withdrawal has been delayed.
Amount: €8,439
Vulkan Vegas Casino
Safety Index:Very highSafety Index
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9.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
The casino is not processing my withdrawals which were requested on July 29.
My account is verified and I did not use any bonuses.
In their terms and conditions, it states that withdrawals are processed within 96 hours. It has now been 156 hours.
Customer support via email is not responding to my inquiries about the withdrawal payments.
Automatic translation:
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4 months ago
Hello carsix79,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Vulkan Vegas Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Is this your first ever withdrawal request from the casino? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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4 months ago
Translation
The account has been verified for more than a week. I only received a payment of €450 nine days ago.
The casino does not respond to emails.
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4 months ago
Translation
I will wait for the fourteenth day which will be within this week. Once all withdrawals have been paid, the gaming account is considered closed.
You could have paid other withdrawals that I have on hand but you saw fit to make me wait more than 10 days without processing any of them.
I may reconsider my decision if you pay some of them today.
You know Nick here I requested a 14 day suspension so as not to lose the winnings obtained and it was applied as per the rules. Not like on the Smokace casino where I await the reopening of the complaint.
Edited
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4 months ago
Hello carsix79,
Glad to hear that the casino has processed the payment. Please let us know once it arrives.
As per the other complaint - please do as it was advised to you and contact the licensing authorities.
Also, it wouldn't be further discussed here as it is not related to Vulkan Vegas Casino.
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4 months ago
Translation
You know very well that Antillephone does not help players!
You trashed a legitimate complaint of mine for some obsessions of yours that I found no basis for anywhere.
Your colleagues on the forum also agree with me, as is logical.
Smokace does not accept account suspension or self-exclusion with an active balance even if you write it to them as you say. I had already asked in chat too.
They just wanted to wait for me to lose the money! And in their terms and conditions to ask for a break it is not necessary to mention gambling addiction. So I followed the instructions in the contract perfectly.
I asked for the complaint to be reopened.
Regarding this complaint I don't know who told you I received the money.
I only received €1800.
There are still almost €7000 to go!! And we are 12 days away from the request.
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4 months ago
Greetings,
The amount in full was paid out to the player.
The account will now be permanently blocked due to gambling addiction.
Dear carsix79,
Should you require any support on your disease, please feel free to speak to our support.
Wishing you a rapid recovery!
Kind regards
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4 months ago
Hello carsix79,
You was asked to let us know once it arrives, we did not claim that you have received it.
Please inform us once you receive it.
Sensitive attachment
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4 months ago
Translation
Read the last two screenshots
Casino Guru supports and stands with casinos that do not apply self-exclusion with an active balance even if you declare to have gambling problems (see my Smokace complaint).
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4 months ago
Dear carsix79
Sorry for disturbing you, a couple of questions if we may:
1) Have you received your winnings in full amount from VulkanVegas casino
2) What do the screenshots above have to do with VulkanVegas?
Warm regards
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4 months ago
Translation
I asked the bank for the statement of the card on which you paid the withdrawals since the history stops at August 9th due to the large number of transactions.
It would have been easier if instead of fragmenting the withdrawals 450€ at a time you paid with higher amounts and in less time.
It looks like they've all been paid but I can confirm that by tomorrow.
The screenshots do not concern your casino which is impeccable and acts correctly on responsible gaming but a complaint which I ask to be reopened. I wrote in fact that it concerned the Smokace casino. I apologize for intruding this issue here but I wanted it to be brought to Nick's attention.
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4 months ago
Translation
All payments are processed successfully.
The complaint may be closed.
Thank you.
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4 months ago
Dear carsix79,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Casino.Guru
